JAZMINE VALDEZ
Tucson,AZ
Summary
Bilingual English/Spanish customer service and operations professional with 7+ years of experience in financial services, healthcare, and high-volume customer-facing environments. Experienced managing customer and member accounts, researching discrepancies, resolving complex inquiries, applying established policies and procedures, and determining appropriate resolutions. Strong ability to handle difficult interactions professionally, gather and evaluate information, exercise sound judgment, protect confidential information, and maintain accuracy under pressure. Proficient in Microsoft Office, Windows, electronic systems, data entry, documentation, and working across multiple applications. Proven record of meeting productivity and quality standards in fast-paced environments.
Overview
1
1
Certification
9
9
years of professional experience
Work History
FRONT DESK SPECIALIST
Allergy Asthma Associates
Tucson, AZ
03.2025 - Current
- Manage customer-facing requests involving medication assistance, insurance coverage, eligibility, and supporting documentation while providing timely and accurate resolutions.
- Review applications, insurance information, program records, and supporting documentation to determine appropriate next steps according to established requirements.
- Research information across multiple electronic systems to identify discrepancies, verify account information, and resolve incomplete or conflicting requests.
- Communicate with patients, providers, pharmacies, and internal staff to obtain information, resolve issues, and move requests toward timely resolution.
- Apply established policies, procedures, and program requirements when evaluating requests and making determinations.
- Identify missing or conflicting information and follow up with appropriate parties to correct issues and prevent processing delays.
- Maintain accurate Excel tracking spreadsheets and electronic records while monitoring application status, follow-up activity, and determinations.
- Handle confidential patient and financial information with discretion and in accordance with established privacy requirements.
- Manage multiple requests simultaneously in a high-volume environment while maintaining accuracy, productivity, and timely follow-up.
CHECK-IN / CHECK-OUT RECEPTIONIST
Pima Pain Center
Tucson, AZ
09.2023 - 03.2025
- Managed high-volume customer interactions involving patient accounts, insurance, appointments, billing information, and service-related questions.
- Reviewed and verified demographic, insurance, appointment, and billing information for accuracy and completeness.
- Researched account and insurance information to identify discrepancies and determine appropriate next steps.
- Communicated professionally with patients to clarify information, address concerns, and facilitate resolution of account-related issues.
- Identified missing or inconsistent information and coordinated corrections with appropriate parties.
- Maintained accurate and confidential records across multiple electronic systems while following established procedures and HIPAA requirements.
- Balanced competing priorities in a fast-paced environment while maintaining attention to detail and service quality.
OFFICE CLERK / LAB TECHNICIAN
Willow Springs Behavioral Health
Tucson, AZ
07.2022 - 08.2023
- Reviewed records and documentation for accuracy, completeness, and consistency.
- Researched and verified information across electronic systems to support accurate records and timely issue resolution.
- Identified missing or incomplete information and communicated issues requiring correction or follow-up.
- Entered, updated, organized, scanned, and retrieved confidential information while maintaining accurate records.
- Followed established procedures for confidential records management and consistently met competing deadlines.
- Maintained accuracy and attention to detail while managing multiple administrative responsibilities.
CUSTOMER SERVICE REPRESENTATIVE
Coworks Call Center
Tucson, AZ
03.2020 - 07.2022
- Managed 100+ inbound customer calls daily, gathering information, identifying customer needs, researching accounts, and resolving issues in a high-volume environment.
- Evaluated customer concerns and applied established policies and procedures to determine appropriate solutions and next steps.
- Researched account information and discrepancies using multiple computer applications to provide accurate and timely resolutions.
- Handled challenging customer interactions professionally while working toward effective resolutions.
- Entered and updated customer information accurately while maintaining detailed documentation of interactions and requests.
- Navigated multiple systems simultaneously to research information, update records, and complete customer requests efficiently.
- Consistently met productivity, quality, attendance, and performance standards while maintaining accuracy and attention to detail.
TELLER
Pyramid Federal Credit Union
Tucson, AZ
06.2017 - 03.2020
- Managed member account requests and financial transactions while following established banking policies, procedures, security requirements, and internal controls.
- Reviewed member accounts and financial documentation to verify information and process transactions accurately.
- Researched account discrepancies and complex member concerns to determine appropriate resolutions within established guidelines.
- Communicated account requirements, procedures, and available options clearly and professionally to members.
- Applied sound judgment when handling account requests while protecting confidential financial information.
- Identified and addressed account issues while maintaining accuracy, security, and compliance with established procedures.
- Provided bilingual English/Spanish customer service to assist members with account-related questions and concerns.
Education
Phlebotomy Certification - undefined
Pima Medical Institute
Tucson, AZHigh School Diploma - undefined
Sunnyside High School
Tucson, AZSkills
- Customer Account Management
- Client Issue Resolution
- Negotiation & De-escalation
- Problem Solving & Sound Judgment
- Account Research & Discrepancy Resolution
- Policy & Procedure Compliance
- Risk Awareness & Internal Controls
- Quality & Accuracy
- High-Volume Customer Interactions
- Documentation & Case Management
- Microsoft Excel, Word, Outlook & Teams
- Windows & Multiple Computer Applications
- Data Entry & Records Management
- Confidential Information Handling
- Bilingual English/Spanish
- Microsoft Excel Microsoft Word Outlook Teams Windows Electronic Record Systems Data Entry (60 WPM) Records Management Multiple Computer Applications Multi-Line Phone Systems
Personal Information
Work Permit: Authorized to Work in the United States
Certification
Certified Phlebotomist, Basic Life Support (BLS), CPR & First Aid, Fingerprint Clearance Card
Section name
Bilingual English/Spanish | Authorized to Work in the United States
Timeline
FRONT DESK SPECIALIST
Allergy Asthma Associates
03.2025 - Current
CHECK-IN / CHECK-OUT RECEPTIONIST
Pima Pain Center
09.2023 - 03.2025
OFFICE CLERK / LAB TECHNICIAN
Willow Springs Behavioral Health
07.2022 - 08.2023
CUSTOMER SERVICE REPRESENTATIVE
Coworks Call Center
03.2020 - 07.2022
TELLER
Pyramid Federal Credit Union
06.2017 - 03.2020
High School Diploma - undefined
Sunnyside High School
Phlebotomy Certification - undefined
Pima Medical Institute